Thanks so much for looking into this Damien - I really appreciate your efforts on my behalf !! On another topic, I had complained about HN popping messages into my browser about an expired credit card last month. You looked into it and thought the problem would clear itself at the end of the billing cycle - and yes, you were correct, it did !! Thanks again !!!! :)
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Thanks for the suggestion maratsade - I really quite angry about this - angry at myself for not getting a UPS tracking number, I should know better !! I've used UPS forever - both as a shipper and as a recipient, and never, not even once did a package get lost. So, I'm sure the returned modem is somewhere in HN's inventory despite what 1 of the 3 CSRs I've contacted believes :(
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Yes - I hope they can !! There seems to be a disconnect between shipping/receiving and customer service. Also, it is extremely frustrating to get different information depending on which CSR I talk to - I reckon the CSR that tried the snowstorm story wanted to go on break and not spend 45 minutes correctly diagnosing the modem issue..................:/
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Having issues with Hughesnet after shipping back a dead modem. First, here's a little background :: 1. Modem would not connect to internet, only 2 lights on. Called HN tech support, CSR asked me if it was snowing, when I answered that it was he told me that HN had turned off the interent because of the snow and to wait until the snow stopped. 2. That didn't sound right so called back, got a different CSR and she correctly diagnosed a failed modem. She told me a new one would be shipped to arrive in 3-5 business days. 3. 7 days later I still had not received the new modem and called HN - somehow the modem did not get shipped !!! 4. HN overnighted one to me at no additional charge. 5. March 1st - I returned the failed modem using the enclosed shipping label. 6. March 23rd - received email from HN warning me that they had not received the returned modem. 7. March 25th - called HN, talked to CSR Mario Cabello, he did some checking and told me that HN had received the returned modem March 13th and that there would be no $125 charge. (case 119500653) 8. April 14 - my credit card was charged an additional $125 !! 9. April 14 - called HN, talked to Klay (case 119940491) she reviewed my account, said she would talk to accounting to reverse the $125 charge and would call me back the next day at 1 pm PST 10. April 15 - no call from HN at 1 pm, so I called HN, the CSR checked with accounting and told me that they could not issue a refund because the RMA was still open. I told her about my March 25th conversation with HN where they confirmed receiving the modem and she said she had a record of my calling HN, but, no record of my actual conversation. So HN now says they did not receive the modem and I'm out $125 !!!! 11. I did not get a UPS tracking number when I shipped the modem back and I totally regret that !!!!! So, which CSR do I believe - the one that said HN received the old modem or the one that said they didn't ???!!!!!!!!
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Yay - my credit card was charged the monthly fee on the regular billing date and the spam has stopped !!!! The messages started March 1st and the expiration date on the card was 03/2019 (good to the end of the month) I wonder if HN thought the card expired at the start of the month. Anyways, as mentioned above, inputing the replacement card info a few days later did not stop the spam.................
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Since March 1st I'm continually getting a message from Hughesnet popping up in my browser. It states in part that " were (sic) unable to process your payment using the credit card on file for your account". a) My credit card is current, corrrectly listed on my account, but expires at the end of this month. b) I received my new card yesterday and I updated the card info on my account. c) My account balance owed is $0, and my next billing is due March 12th !! Is this some kind of scam, or is this just Hughesnet being Hughesnet ???
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It may be an old page, but, it's very useful and not duplicated anywhere else on Hughesnet's site. Usage data by the hour is very useful for chasing down problems - I hope it gets fixed !!
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More on the "power cord wiggling". I'd been having transmit errors for 10 days, customer support suggested re-booting the modem to clear the error, which got tedious every 15 - 30 mins. On the next call the next level of support suggested I unplug the ethernet cable and reverse it - still didn't fix the problem. Then I accidently wiggled the power cord and noticed the lights blanking out then coming back on. I made sure the power cord was firmly pushed in and have had 3 wonderful error free days !!!! Maybe this should be something customer support should have in their script...........
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I've been experiencing the same intemittent errors and also noticed the dodgy power cord connection to the modem. I was moving the modem and all the lights went out, so I wiggled the power connector and the lights came back on - it got more reliable after that...........
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